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Excellent
What do you like best about the product?
Auto Ticket creation from email,
customer feedback
customer feedback
What do you dislike about the product?
indian customer is cost conscious, pricing should have been less for Indian sme
What problems is the product solving and how is that benefiting you?
every customer mail is attended.
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User friendly tool
What do you like best about the product?
It's a very easy tool to use and the support team is always very helpful. It saves us a lot of time when having to reply some standard questions.
What do you dislike about the product?
I like their old interface better than the new one
What problems is the product solving and how is that benefiting you?
Time management problems and the tracking of the client's queries.
Large system, many weak points, almost no individualization possible
What do you like best about the product?
I really like the nice and modern interface and it's mobile friendly. Freshdesk is easy to use but not so comfortable to set up the system. With Freshdesk you have a good overall view and you can simply assign a agent.
What do you dislike about the product?
We would like to use Freshdesk as an order tracking system. We were promised that this would be possible and much would happen through additional adjustments. But almost no individualization are possible and important features are missing. We always have to somehow fall back on alternative solutions, which could be solved with the simplest programming. It is frustrating that the support rejects any customization request and refers to third-party paid services. We are not willing to continue to invest money for the development of the system. There is definitely room for improvement in development!
What problems is the product solving and how is that benefiting you?
We have a good overall view about all orders and we can work with more efficient.
Recommendations to others considering the product:
Usable as a support ticket system, not yet fully developed as an order tracking system.
very slick, comprehensive software
What do you like best about the product?
interconnectivity - contacts, organisations, tickets, tags etc.
What do you dislike about the product?
missing some key features in my opinion - better reporting about KB, e.g. table of all content including published dates, and 'hits'.
Missing feedback about widget efficacy.
Missing feedback about widget efficacy.
What problems is the product solving and how is that benefiting you?
we run our Saas platform using Fresh. (well the support / customer contact part)
Great Product, Superb Service
What do you like best about the product?
I already use freshdesk for a number of years. The application and the team never let me down.
What do you dislike about the product?
It is fast an has all the functionalities needed to give great support to our customers
What problems is the product solving and how is that benefiting you?
Helpdesk for our cloud solution utime
Recommendations to others considering the product:
just try it, you will be amazed !
Its user friendly
What do you like best about the product?
Customization of the fields. Drop down options
What do you dislike about the product?
if we make any customization on the tool each we have to logout and login to see the changes.
What problems is the product solving and how is that benefiting you?
customer Service Desk
Yes to Freshdesk
What do you like best about the product?
Freshdesk is easy to use and administrate. It has the features and functionality of the common help desk programs at an affordable cost.
What do you dislike about the product?
When sending a note or adding a note I tend to triple check to makes sure it is for internal purposes only.
What problems is the product solving and how is that benefiting you?
Tracking of support requests and monitoring response time to maintain high levels of services. Benefits of using Freshdesk are a centralized system where agents can see across groups and we can evaluate when there is a system problem within our organization.
Recommendations to others considering the product:
When someone asks me about help desk software Freshdesk is my #1 recommendation.
The best ever!
What do you like best about the product?
The whole Freshdesk Platform is very easy to learn and navigate
What do you dislike about the product?
The customer service team at FreshDesk I cannot always understand (not native English speaking). I'm assuming they are from another country.
What problems is the product solving and how is that benefiting you?
No business problem. Customer emails are so much easier to deal with now that our company is using Freshdesk.
Recommendations to others considering the product:
You will love it. I wonder how our company managed without it for so long.
General Freshdesk review
What do you like best about the product?
Quick responses from tech support, very open to customizing the software to work for you. Reliability has been excellent with only a few small instances of downtime, nothing major.
What do you dislike about the product?
Occasionally issues can arrise due to language barriers, but the staff is very understanding and willing to re-phrase.
What problems is the product solving and how is that benefiting you?
support portals for various support offerings. Users are in different locations county wide. All can login to the same portal and collaborate without barriers.
Recommendations to others considering the product:
Good product with good support. Flexable and scalable.
Great Support
What do you like best about the product?
I haven't used it a lot yet, but I've needed support a couple times today and they've been very responsive and got me a solution right away! I've been very impressed.
What do you dislike about the product?
I haven't found anything to dislike yet.
What problems is the product solving and how is that benefiting you?
We need to be able to track incoming trouble tickets and also be able to alert our users to changes. I know we can accomplish the first and I'm hoping the second is possible as well. I think it will be.
Recommendations to others considering the product:
It has many many options and there's likely a way to configure it to do what you need.
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